Pre-call script

So, yeah, h8chu.

Anytime we roll a truck for any reason, we must do the following. How un-customer-friendly, but yet straight and to the point. In addition, makes it a hell of a lot easier because the customer can't argue back with you about it :D

After you confirm date and time of customer’s appointment, instead of providing the customer with the scripted pre-call information, provide the customer with the following:

• “Since we will call you before coming to your home, what is the preferred number for our technician to reach you?”

• ”Please ensure that someone over the age of 18 is home to provide access to our technician”

• “I am now going to transfer you to our automated system which will give you critical information about your appointment, thank you for choosing XXXXXXX XXXXXXXXXXXXXX and have a great day.”

• XXXXXXX Sites: Then transfer the customer to the assigned pre-call designation on your soft phone. If not programmed on your soft phone, check XXX Transfer Page for VDN number.

Your XXXXXXX representative will attempt to call you two times on the day of your appointment, at the number you provided, if no one is reached either time, your appointment will be canceled as we will assume no one is home. If your appointment is cancelled, please give us a call back to reschedule.

Should you need to alter your appointment please contact us.

Please ensure that your technician has full access to your property, both inside and out. If you live in a multi-family dwelling, please make sure that the technician can enter all areas containing XXXXXXX equipment or cabling.

Please ensure that someone over the age of 18 is at your home to provide access to the technician.



If you need additional information, or are unable to meet any of these requirements, please call back at 1-XXX-XXX-XXXX(1-XXX-XXX-XXXX.)

Please feel free to visit our website at www.tsali.net


Thank you for choosing XXXXXXX XXXXXXXXXXXXXX. We value your business and regret you are encountering service interruptions. If you missed any of this information or would like to hear it again, please stay on the line as this message will repeat.